Dr. Eileen Tan

I rarely leave negative reviews, but I feel compelled to share my experience in the hope that this ongoing issue will finally receive the attention it deserves. Following my delivery, my insurance company, Cigna, requested a detailed breakdown of a charge on my hospital bill labelled "Labour Management Fees" in order to assess my maternity claim. Despite repeated requests from both Cigna and myself over several months, the hospital has not provided the required breakdown or meaningful updates. As a result, my insurance claim was rejected not because the treatment itself was not covered, but because the hospital did not provide the documentation required for the insurer to assess the claim. As a new mother recovering postpartum, I have spent months acting as the middle person between the hospital and my insurer, chasing updates, writing formal complaints, and repeatedly explaining the same situation. This has been an unnecessary source of stress during a period that should have been focused on my recovery and caring for my newborn. What is especially frustrating is that I have now been advised to pay the outstanding amount first and submit another reimbursement claim. However, I have already attempted reimbursement once before, and it was rejected for exactly the same reason, the missing breakdown of the "Labour Management Fees." Without the hospital providing the requested information, asking patients to repeat the process does not solve the underlying issue. While my experience with the medical care itself was satisfactory, the billing transparency, communication, and support after discharge have been deeply disappointing. Hospitals work closely with insurers every day, and I believe patients should reasonably expect timely cooperation when documentation is required to process legitimate medical claims. To make matters worse, while this claim remains unresolved through no fault of my own, I continue to face the possibility of interest being charged on the outstanding bill. This places patients in an unfair position when the delay stems from the lack of information needed to complete the insurance assessment. I will continue updating this review with screenshots of my correspondence should the matter remain unresolved, so that others can make an informed decision about what to expect when dealing with insurance claims. I sincerely hope someone from Mount Elizabeth Novena Hospital's management or Patient Relations team will reach out to me directly and take ownership of resolving this matter. This claim is still ongoing, and all I am asking for is the billing breakdown that both my insurer and I have repeatedly requested so the claim can be assessed fairly. I hope no other patient, especially one recovering postpartum, has to go through months of unnecessary stress simply because a straightforward billing request has not been addressed.

This was my first time seeking treatment at a private hospital because I was in extreme pain and couldn't afford to wait. I truly appreciated the excellent care provided by the doctors and nurses. Getting admitted to a bed in less than two hours was very impressive. The hospital itself feels like a five-star hotel, and even the food and snacks were wonderful. However, I would like to share one major concern regarding my experience. As someone who had never been hospitalised before, especially in a private hospital, I found the financial counselling process very confusing. I hope the hospital can provide better training for the staff, particularly those in Urgent Care. Everyone seemed to give different information, and it felt like either they were unsure of the process, wanted to get through it quickly, or simply assumed that patients already understood how everything worked. Here is what happened: 1. The Financial Counsellor in Urgent Care informed me that I had to obtain a Letter of Guarantee (LOG) from my insurance company because they were unable to submit an e-filing to my insurer. I was told my options were to use my MediSave or make payment. I specifically said I did not want to use my MediSave because I had insurance coverage. 2. I later checked with the Business Office because my insurance agent told me that the hospital could obtain the LOG on my behalf. The Business Office confirmed that they had already done so and told me that I did not need to make any payment. This left me wondering why two departments in the same hospital were providing completely different information. One told me I had to settle it myself, while the other handled it for me. 3. When I was being discharged, I was informed that there was a co-payment. This was the first time anyone had mentioned it to me. As I was about to make payment, I asked whether I could use my MediSave for the co-payment. The staff member responded rudely, saying, "Didn't you mention you don't want to use it?" The issue is that I was never properly informed about the financial process from the beginning. I had no prior experience with private hospital admissions, so I relied on the staff for guidance. Instead, I was repeatedly asked to sign documents with very little explanation. Patients should not be expected to know the hospital's financial and insurance procedures. I hope the hospital will improve staff training, especially in Urgent Care, so that patients receive clear, consistent, and respectful communication. It would make a significant difference to the overall patient experience.

My 2 days 1 night stay was comfortable and seamless - from registration to preparation for surgery and after-sugery care. Room was spacious, food was good, most of all the nurses and staff of ward 7 were all professional and caring. Nurse Mabella Chan's standard of care and service was nothing short of excellent and upheld Mount Elizabeth Novena reputation as one of the premier medical institution.

5 stars for Dr Gabriel Chong from A&E. Meticulous and very caring doctor. Far the best I have seen all years visiting Emergency department.